Full-time Surgery Scheduler

General Summary: Northern Arizona Orthopaedics is an independent, physician-owned practice with a community of 80+ employees, 12 physicians and 5 locations throughout Northern Arizona. Our hallmark is our people and their united efforts to deliver exceptional orthopaedic and spine care to our customers – the patients.  At NAO, our professional Surgery Schedulers are key members of a very tight, integrated team, each functioning as a dedicated Center of Excellence.

The main responsibility for Surgery Scheduler is to work with multiple patients daily, to determine the right time in a patient’s schedule to secure a necessary surgical procedure with the physician. This role relies heavily on use of computers, phones and personal interactions with the patient. The Surgery Scheduler must be a strong multi-tasker, practical thinker and customer-service minded individual. Communication etiquette is key.  Additional duties may arise and be integrated in, as needed, to support the functions of the Center of Excellence team.

Job Responsibilities:

  1. Work closely with individual patients to schedule surgeries and procedures either by phone or one-on-one with the patient.
  2. Match physician’s availability with the patient’s preferences for a convenient date and time to undergo a surgery.
  3. Maintain scheduling system so patient charts are accurate, up-to-date and complete. Ensure updates (e.g., cancellations, changes, and additions) are entered in to the schedule daily.
  4. Communicate regularly with physicians/clinicians and other staff about any patient concerns and/or questions and issues related to scheduling.
  5. Check patient eligibility and obtain prior authorization, as needed.
  6. Complete Cost Estimates for upcoming surgeries.
  7. Keep up with a fast-paced, busy clinic, offer additional help and assume additional tasks, as needed.

Education: High-school diploma, required. 1-2 years post-high school education, preferred.

Experience: Minimum 3- years customer service experience, preferably in a medical practice setting.

Salary: Commensurate with experience

Mental/Physical Requirements: Mostly sedentary with some standing, walking and reaching. Periodic stress from handling many calls and patient requests.

Performance Requirements:

Knowledge:

  1. Basic knowledge of medical practice protocols related to scheduling appointments.
  2. Confident with various computer systems, platforms and scheduling software.
  3. Understanding of customer service principles, techniques and etiquette.
  4. Basic understanding of healthcare industry insurance processes, types and benefits

Skills:

  1. Must have good communication skills to effectively communicate with physicians, colleagues and patients.
  2. Computer skills – must be affluent in use of computers and using multiple programs at once.

Abilities:

  1. Ability to multitask effectively, while providing excellent customer service and a positive patient experience.
  2. Ability to communicate calmly and clearly with patients about appointments in all circumstances.

 

Please CLICK HERE to submit your resume and cover letter. For more information, please call 928-226-2914. 


HIRING a full-time Patient Communications team member!

Summit CenterJob Title: PBX Operator / Patient Navigator in the Patient Communications Team at Northern Arizona Orthopaedics inside the Summit Center, located at 1485 N. Turquoise Drive in Flagstaff.

General Summary: Northern Arizona Orthopaedics is an independent, physician-owned practice with a community of 80+ employees, 11 physicians and 4 locations throughout Northern Arizona. Our hallmark is our people and their united efforts to deliver exceptional orthopaedic and spine care to our customers – patients.  The Patient Communications Representatives are part of a tight, integrated team whose primary function is to provide a welcoming, pleasant first-experience for patients.

This job’s primary role is two-fold – and involves providing verbal (50%) AND face-to-face (50%) customer service. As a PBX Operator, responsibilities include answering phones while accurately and efficiently processing a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, courteous and polite manner.  As Patient Navigator, responsibilities include greeting patients as they arrive for their appointment and assisting them in getting checked in. Both duties relies heavily on use of computers, ipads, phones and personal interactions with the patients. This individual must be a strong multi-tasker, practical thinker and customer-service minded individual. Communication skills are a must.

Job Responsibilities:

  • Assist other members of the Patient Communications team – rotating stations, days and duties, as needed
  • Answer main telephone switchboard and field a high volume of calls
  • Assist with scheduling, registration, prepping paperwork for clinic, in addition to other tasks
  •  Fulfill departmental responsibilities with the long-range plan, mission, vision and values of Northern Arizona Orthopaedics

Education:

  • High School Diploma

Knowledge:

  • Basic knowledge of healthcare industry
  • Medical terminology
  • Strong knowledge of grammar, spelling, and punctuation

Skills:

  • Skilled in technology, i.e. computers, phones
  • Excellent verbal communication
  • Excellent customer service (fact-to-face) skills
  • Exceptional customer service and phone etiquette

*  If you are interested in this position, please e-mail your response and resume directly to Rebecca Wilson, Northern Arizona Orthopaedics Human Resources: wilsonr@northazortho.com. For more information call Rebecca at 928-226-2914.